Blackheath Blossoms
Terms and Conditions

When you place an order with Blackheath Blossoms, either by telephone or via the website www.blackheathblossoms.co.uk you are deemed to have read, understood, and agree the following terms and conditions.
By agreeing to these Terms and Conditions, you represent and confirm that you are legally able and have authority to procure and use/consume the products and services offered by Blackheath Blossoms. Cancelling your order
Due to the perishable nature of the products once an order has been acknowledged and/or by receipt of payment, orders cannot be cancelled or amended. Changes to orders or 
Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case-by-case basis. This does not affect your statutory rights. Refunds will be issued in the form of a credit to your account to be used against future purchases. Credits cannot be withdrawn as cash value.
If flowers are disposed without photographic evidence any remedy will be discretionary. To gain an accurate representation of a bouquet or other product it is preferred that a photograph is taken within 24 hours of receipt.
It is the senders’ responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place at the discretion with the courier, we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.
If we cannot contact the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
Blackheath Blossoms are not responsible for any order where the recipient refuses to accept the item. Blackheath Blossoms will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back, we will bear all delivery/collection costs. This does not affect your statutory rights.
Any discretionary/good will refund will be issued in the form of a credit to your account. In the event you do not have an account, a member of our team will create one for you using the email address provided on your order. In the event you do not have access to this email, our member of our team will request an email address to create your account.
Credits are issued as part of our satisfaction guarantee to be used again future purchases at Blackheath Blossoms. These are not exchangeable for cash, however bear cash value on our website. No minimum purchase necessary or expiration will be applied to your credit. This does not affect your statutory rights.
Any voucher issued by Blackheath Blossoms will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company’s discretion. Some vouchers will have an expiration date. Check the voucher issue for further details as expired vouchers may not be honoured.
The above does not apply to credits that can be added your account.
In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and will always, if requested, call the recipient to apologise & read out the correct message. These rare errors can happen. In the event of this happening, we may also offer a voucher or credit your account as a further form of an apology to the customer.
We cannot guarantee a delivery date as delivery may be executed via a third party but will endeavour to deliver on your desired date as all flowers, except for hand delivered products, are dispatched the day before the intended delivery day using a 24-hour delivery service the day before your chosen date. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated
By making a purchase from Blackheath Blossoms, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary. This does not affect your statutory rights.
Delivery refunds will be made via credits to your account.
We will always attempt to deliver your order to the address that was entered on the order. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard-to-reach areas please contact us to provide us with additional information. We cannot deliver to PO boxes; army bases or airport terminals.
Please note that in some circumstances courier delivered products to Northern Ireland, Highlands, Islands and harder reach areas may take an additional working day in transit.
After you have placed your order, you will receive an email confirming the order details in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email, you should contact us.
We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct. Deliveries
For funeral deliveries we must receive the order at least 24 hours prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral
If flowers are signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient.
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas.
Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 9.00am to 5:00pm Monday to Friday. Office hours extend at peak periods Treatment
Our customer service team will treat all customers with respect, and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you00%atisfaction Guarantee
Doing all we can to ensure a fresh bouquet is delivered to your recipient. 
At Blackheath Blossoms we deliver bouquets and products all year round and strive to give the best possible service delivering the best & freshest bouquets expertly arranged by our florists. However, very occasionally, things can go wrong, and mistakes can happen which is saddening to us.  We take it personally if our service hasn’t been anything but as expected. If this is the case and, in the event, management agree a refund, this will be credited to your account.
If you are not 100% happy with your buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch via email and one of our team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.
Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.
Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once flowers have been despatched, we are unable to change or amend order details.
Our courier delivered flowers once are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days. This does not affect your statutory rights.
In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can review your order.
In the unfortunate event of late delivery (over 3 working days) of the delivery date you selected, Blackheath Blossoms will refund the delivery cost to you. Some areas require an additional working day in transit. Such remote areas include the Channel Islands, The Isle of Man, Jersey, Shetland Islands, The further reaches of Scotland & Wales, The Isle of Skye, Northern Ireland and other islands around the UK. Deliveries may be early during peak events to ensure delivery of your order.
If your bouquet has arrived in a poor state, we will of course send out a replacement bouquet. Please note with proper care and fresh water the longevity of your flowers will be increased. We ask to see a photo to clarify the condition of the flowers. All bouquets are delivered with full care instructions provided.
If for whatever reason, we are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.
All flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.
In the rare instance human error leads to the wrong bouquet size being delivered, we will refund the difference between the size received and the size ordered only; we may award a voucher for future use. Any further award will be discretionary. This does not affect your statutory right.
We ask be notified within 48 hours of any issue with your order. Free items are a guarantee - you must notify us within 48 hours if your item is absent and we will send the free item out at the earliest available time. All compensation for problematic orders will be in the form of a credit to your account. Our office hours are Mon-Fri 9am to 10pm, Sat 9am - 5pm. Correspondence will be handled within this time frame
If we believe any order to be fraudulent, we reserve the right to cancel and refund that order or subscription request.